Abacus Technology is seeking a Service Desk Manager to oversee a technical support team providing front line support for end users at the US Mint. This is a full-time position.
15+ years experience in an IT service desk environment. Bachelor’s degree in a related field. Must be PMP, Agile, and ITIL v4 Foundations certified. Experience managing a tiered help desk providing enterprise level IT support. Experience supporting a geographically dispersed organization desired. Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables. Must have extensive experience with desktop and server hardware and operating systems. Experience with ServiceNow preferred. Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Demonstrated progressive experience in the management of a technical support team. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Excellent communication skills, proactive management style, and the ability to manage customer and other stakeholder expectations. Must be a US citizen.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
EOE/M/F/Vet/Disabled
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